FAQ / Support

Occasionally, when the game team is trying to investigate an issue that has occurred, it can be super helpful for you to send us your LocalState file. This file gives the team important information regarding the game problem at hand! Follow these steps below:

In order to find the LocalState folder, we’ll need to go to the following location on your device:

C:\Users\<This will be your User Name for your Device>\AppData\Local\Packages\Microsoft.MicrosoftJigsaw_8wekyb3d8bbwe

Don’t know how to do that? No worry! Detailed Steps for how to find it is below if needed:

1. Open up a “File Explorer” window.

2. In the left hand section of the “File Explorer” window, click on “This PC”

6. Next, click on the tab labeled “View” and ensure the box labeled “Hidden Items” has a check mark in it.

7. Next, click on the folder labeled AppData

8. Next, click on the folder labeled Local, then the folder labeled Packages

9. The following example is if you are looking for the LocalState file for Jigsaw. For Jigsaw, click on the folder labeled Microsoft.MicrosoftJigsaw_8wekyb3d8bbwe, then you should see a folder called LocalState

Other Casual Games will be similar but instead of “Jigsaw” in the name, it will be the game you are playing (e.g. Solitaire, Mahjong, etc.) with the exception of our Ultimate Word Games which will be listed as Wordament.

10. Right click the folder called LocalState and in the new window, select Send to then select Compressed (zipped) folder

11. This will create a zip file labeled LocalState.zip

12. Attach this file to your communication with us (email, Facebook messaging, etc.) and your done. If you are having problems locating the file to attach it to your email, you can always right click the file and select Cut then right click on your desktop background, right click and select Paste. In your email, when you click Add Attachment, you will probably see some button for “Desktop” which if you click will then allow you to choose from items located on your desktop.

We sincerely hope these instructions help and we are very grateful for your assistance!

If you previously used Facebook to sign into Wordament or Snap Attack on your iOS or Android device, please note that Facebook’s sign-in service has changed and is no longer available in these games. You will need to change the way you sign in to continue playing.

Due to this change, any stats that you earned while signed in with your Facebook account cannot be transferred.

There are a couple of options to continue playing:

Sign in with an Xbox gamertag/Microsoft account : this will allow you to sync progress with Wordament on your other Xbox-enabled devices, as well as earn achievements and add to your gamerscore.

Try it as a guest: this will not earn achievements, add to your gamerscore, or show your rank in the leaderboards after each game.

To change the way you sign in, click on the “Tap to sign in” icon at the top-right of the screen, then select either the Xbox or “Try it as a guest”:

If you don’t see the option to change the way you sign in, uninstall and reinstall Wordament or Snap Attack on your device, then select the “Tap to sign in” button.

Events are meant to be special – therefore we didn’t intend for there to be an event every day of the week.

It’s okay to miss an Event! There is no penalty whatsoever for missing an event. If you don’t have time, or if you don’t like the types of challenges in a particular event, you can skip it and catch the next one.

You can play event challenges in ANY order you want! There are buttons on the side of the event tapestry that will let you skip forward or backwards and a “Show Challenges” button that will let you see all the challenges and jump to whichever one you want. If you skip a challenge, you can come back to it later, so play the ones you want in whatever order you want!

We are working on a calendar of events that will show up in the game so you can look ahead and see which types of events are coming and even set up notifications to be reminded when certain events start!

Groups:

Everyone is placed in groups of 100 players and you are ranked against the other players in your group. Groups are formed as you join the event. When you join and play your first challenge, you will be grouped with other players who started around the same time you did. There is also a global leaderboard but currently we only show the top 100 in the world. We are working on an update where we will show “all” players on the global leaderboard.

There is currently not an individual global ranking system. This is coming in a future update. In the meantime, you can see your global ranking by going to the Event Results screen, clicking the “Top 100” tab of the leaderboard, then closing the leaderboard and looking at your position on the bottom of the screen.Time:

There is no advantage for playing challenges earlier during an event! Only the time you spend playing challenges counts against your time. If you quit the application, the time when you are not playing will not count – so you can play some event challenges, come back later, and play some more and only your time spent playing will count. Feel free to take breaks!

“Time spent playing challenges” all add up to your total time. This counts your retries and undos. If you spent 5 minutes and did not complete a challenge, backed out, went to bed, and spent another 4 minutes on it the next day before the event ended – that will count 9 minutes total you’ve spent playing that challenge.

Start Time:

Events will begin at a different time for everyone based on where they are geographically in the world, but remember – when you start the event does not matter. Most Events last 24 hours, and there is no advantage for starting or finishing early, or going all the way without taking a break. The key to ranking high in Events is to complete as many challenges as possible and to maximize the time you spend playing.

The Clock:

There is currently a bug where if you close the window using the “X” button or ALT+F4 during or at the end of an event challenge, you may incur extra time, so make sure you always go back to the event screen or main menu screen before closing the app!

Lots of players have asked about us adding a “stop the clock” button. Unfortunately a “stop the clock” button would defeat the purpose of the competition. If you are not going for a high ranking, time does not matter – you take as much time as you need to complete the challenges and collect the bracelet awards based on your score. You can also quit the game and come back later which will not count toward your time spent. Only the time you spent playing the Event challenges counts toward your time spent.

Scoring:

9. You do not need to complete all of the challenges to get a score. You will collect awards based on how far you get, and you are ranked within your group of 100 players based on your score (and then time spent if the score is tied). Most people who get #1 in their group complete all the challenges with a reasonably speedy time.

Ranking:

If two players have the exact same score, the player with the faster time will be ahead on the leaderboard rankings.

How to Add Friends in Events:

Find someone you’d like to add as a friend (on the leaderboard, for example).

Click their name to go to their Solitaire Event Profile.

On the bottom left under their avatar or pic should be a button that says “Add Friend” – click this which will open the Xbox App.

From here you can add the user as a friend. (For further steps, see Xbox app instructions below!)

Adding Friends from the Xbox app:

Sign in to the Xbox app.

Under the Friends section on the Home screen, type the gamertag in the Find people or clubs box and press Enter. Be sure to pay close attention to the gamertag’s spelling and spacing.

Select Add friend to add the person’s gamertag to your friends list.

Select Friend or Favorite to choose what kind of information you share with that person. You can also select Share my real name to help your friend recognize you.

Select OK.

Note Your friends will see you as a follower and will be able to see the info you share with friends, based on your privacy settings.

If your game won’t launch, first try a restart from your computer’s power menu. This step is suggested a lot, but often times, it does the trick! A lot of people shut down their machine at night. When they start up in the morning they think they have done a full restart but it isn’t the same procedure. Shutting down like this will only preserve issues and problems while a Restart will reset issues and restore connections.
Before you restart, save your work and close any open apps. If there’s a Power icon on your Start screen, select it, and then select Restart. Otherwise, do the following:

Swipe in from the right edge of the screen, and then select Settings. (If you’re using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then select Settings.)

Select Power and then Restart.

Solution 2: Check the Xbox Live service status

Whenever Xbox Live goes down, progress disappears. We know that can be alarming but it comes back when the service is back up again. To check the Xbox Live status, go to http://www.xbox.com and log in with your account. Click on Support.

On the Support Page, you will see a link near the top that says “Xbox Service is Up” or “Xbox Service is Limited” or “Xbox Service is Down” If service is limited or down, you may not be able to log into your game until the service is fixed.

If you use automatic updating, you don’t need to check for important and recommended updates. Windows Update checks for these updates and installs them when they’re ready. If you don’t use automatic updating, you should check for updates yourself at least once a week. We usually release important updates once a month. However, updates could be released at any time. No matter what your settings are, some updates aren’t installed automatically. These include optional updates and updates that require you to accept new Terms of Use. When these updates are available, Windows Update will let you know that they’re ready to be installed.

Select the Start button. In the search box, type Update, and then select Windows Update in the list of results.

In the left pane, select Check for updates, and then wait while Windows looks for the latest updates for your computer.

If any updates are found, select Install updates.Note You might need to restart your device to finish installing some updates. Save and close all your files and apps before you restart so you don’t lose anything.

Windows 8.1 To check for updates, follow these steps:

Open Windows Update by swiping in from the right edge of the screen (or, if you’re using a mouse, by pointing to the lower-right corner of the screen and moving the mouse pointer up), selecting Settings, selecting Change PC settings, and then selecting Update and recovery.

Select Check now, and then wait while Windows looks for the latest updates for your device.

If updates are found, select Install updates.

Read and accept the license terms, and then select Finish if necessary. Note You might need to restart your device to finish installing some updates. Save and close all your files and apps before you restart so you don’t lose anything.

If updating Windows doesn’t resolve the problem, check for game updates.

Solution 4: Check for game updates

Here’s how to find out if you’re running the latest version of your game. Windows 10

Open the Store and sign in with the account you use to play the game.

In the search box, type the name of the game. For example, type Microsoft Solitaire Collection in the search box.

On the game detail page, the button will show Open if you have the latest version. If it shows Update, select it to update your game.

Alternatively, you can select your account icon in the Store (to the left of the search box), and then select Downloads and Updates to see if there’s an update available for your game.

Check of updates: Windows 8.1

Open the Store and sign in with the account you use to play the game.

Move your mouse to the far right of your screen, or swipe in from the right, to show the charm menu.

Select Settings.

Select App updates.

On the App updates screen, select Check for updates.

If updating the game doesn’t resolve the problem, uninstall and then reinstall the game from your device.

Solution 5: Uninstall and reinstall the game

PLEASE NOTE: If you don’t normally sign in while playing, uninstalling the app will erase all of your games and progress. However, if you sign in to the game before you uninstall, your data will be saved to the cloud, and any saved games won’t be lost when you uninstall and reinstall the game. You’ll be able to pick up where you left off in any game you’re currently playing.

Uninstall Microsoft Solitaire (or other game you wish to uninstall) by right-clicking the app icon and choosing Uninstall from the menu.

Press the Windows key + R, or swipe from the bottom-left corner to open the Run window.

Type “wsreset“ in the Run window, and then click ENTER.

A black window may open to show that the reset is running.

Open the Windows Store if it doesn’t automatically do so and wait a few moments. You should see the Store window blink and reset.

Hover over the profile icon and sign in.

Hover over your profile icon and click Settings.

In the Settings menu, select App Updates.

In the App Updates menu, select the Check for Updates check box.

Click the arrow icon at the top left to go back to the previous window.

You should check your firewall/security settings. Unfortunately, this step varies by whatever anti-virus or firewall you use. You will need to open your settings and make sure that it is not blocking any apps.

For Windows Firewall on Windows 10 or Windows 8.1, see Protect my PC from viruses. The steps to unblock the game (or any app that needs to access Xbox Live) will vary depending on the antivirus or firewall software you use. Refer to the documentation for your antivirus or firewall software to open the settings and make sure that the software is not blocking the app. If your antivirus or firewall has an app “whitelist” make sure that your Xbox Live-enabled games are on this list. Troubleshooting tools If you need further help troubleshooting problems with a Microsoft Casual Games title, see Run the troubleshooter for Windows apps.

Need more help?
Please visit this help link for more support: http://support.xbox.com/en-US/contact-us

Game app performance can become “buggy” and unreliable if the app is not up to date. Updates go out to fix known issues and to insure things run smoothly with your updated operating system. It is important to keep your games and OS up to date for the best performance.

Here’s how to find out if you’re running the latest version of your game. Windows 10

Open the Store and sign in with the account you use to play the game.

In the search box, type the name of the game. For example, type Microsoft Solitaire Collection in the search box.

On the game detail page, the button will show Open if you have the latest version. If it shows Update, select it to update your game.

Alternatively, you can select your account icon in the Store (to the left of the search box), and then select Downloads and Updates to see if there’s an update available for your game.

Check of updates: Windows 8.1

Open the Store and sign in with the account you use to play the game.

Move your mouse to the far right of your screen, or swipe in from the right, to show the charm menu.

Select Settings.

Select App updates.

On the App updates screen, select Check for updates.

If updating the game doesn’t resolve the problem, uninstall and then reinstall the game from your device.

102 – Something isn’t quite right with the ads. Please also let us know about this.

103, 108, 109, 110, 111 – Sometimes when your game crashes on launch or spins and never starts, uninstalling and reinstalling with a clean Store cache can help fix the problem. (Need instructions on how to do that? Click here!)

107 – Uh oh, something is preventing the game from downloading Star Club games. Check your internet connection first. If your connection is fine, check your anti-virus program and make sure Microsoft Solitaire Collection is on the OK list to access the internet.

30 – Example: 303019. This means the connection to the Windows Store was lost or could not be made. The most common reason is that the Windows Store is temporarily down. Usually it will come right back up shortly! Sometimes it means your anti-virus program or firewall is blocking the game from talking to the Windows Store. Go to your anti-virus or firewall settings to make sure that it’s not blocking your game from accessing the internet.

Other error codes you might see & what they mean.

1170000 – Xbox Live couldn’t sign you in. Usually this means that there’s a Windows Update that didn’t install. Try the following steps:

If they are all up, go to http://www.xbox.com and sign in with the same account you sign in to on your computer/tablet.

If everything is okay there, try restarting your computer/tablet with the “restart” option on the power/shutdown menu. Just clicking the off button or turning off your computer/tablet won’t work. It needs to be restarted.

Check For Updates & install any mandatory, recommended, or optional updates you might have missed. We have detailed instructions further down this note.

Restart your computer – all those updates need to finish & you need to restart to make sure they all went through.

1173000 & 1174000 – You’re not signed into Xbox Live so it couldn’t load your statistics or awards. Try the steps above.

1182000 – This looks like the game couldn’t load your save data from the cloud. Try restarting your computer/tablet to get a fresh connection. If that doesn’t work, check http://support.xbox.com/en-US/xbox-live-status to see if the Xbox Live service is down.

1183000, 1187000, 1188000 – These are not common errors but you might get them if you try to load your statistics, awards, or Daily Challenges and your game can’t access the internet or if the Xbox Live service is down.

Windows 8.1 Error Codes

These are additional codes that you might see in the 8.1 version of the game.

002000 & 01600

There are multiple causes for these two errors but the heart of it is that your PC/Tablet can’t connect to the Xbox network for whatever reason. Try the steps below to fix these common errors.

Detailed instructions on troubleshooting steps below!

Restart Your PC/Tablet

Did you know that shutting down your PC/Tablet WILL NOT give you a clean boot? Most people don’t, so no worries. The ONLY way you can get a clean reboot is to choose restart from the shut down menu. Physically turning your PC/Tablet off will not do it, choosing “shut down” will not do it, choosing “sleep” will not do it.

Steps:

Go to your Shut Down menu (you can get it to it by pressing the Windows key, type Restart, click on Turn off Your PC, go to the bottom of the Settings window that will appear & press the Power button)

Restart your PC/tablet using the restart option in the shutdown menu (also described above)

Launch the game again

Make Certain Your Windows Updates Didn’t Get “Stuck”

Did you know that even if you have Automatic Updates selected, some Windows Updates can get “stuck” for various reasons? Lots of people (myself included) have discovered much to their surprise that some Windows Updates just simply didn’t go through like we thought they did and it affects the performance of the entire machine.

Press the Windows key

Type in Windows Update

Under the search bar you see on the right, choose Check for Updates

In the Windows Update screen, press the Check Now button

Even if it doesn’t seem to find any updates, click on View Details

Install any updates you see that haven’t been installed – including optional ones

Go to your Shutdown menu and choose ‘Restart’ from the options. You must choose restart- turning your PC/tablet off will not work!

Check If Xbox Live Is Down

Sometimes the Xbox network goes down. To check this, go to http://www.xbox.com and log in with your account. Click on Support.

On the Support Page, you will see a link near the top that says “Xbox Service is Up” or “Xbox Service is Limited” or “Xbox Service is Down” If service is limited or down, you may not be able to log into your game until the service is fixed.

Unfortunately this step varies by whatever anti-virus or firewall you use. You will need to open your settings and make sure that it is not blocking any apps. If your anti-virus/firewall has an app “whitelist”, you will need to make sure your Xbox enabled games are on this list.

Clear Your Windows Store Cache

Press Windows Key and R

In the box that pops up, type wsreset.exe and press Enter

The Windows Store will launch for you (with its cache nice and clean!)

Uninstall & Reinstall with a Clean Windows Store Cache

VERY IMPORTANT: This should be a last resort method. Make sure you are connected to Xbox (in the game you will see a name and then a green checkmark in the top right) so your game data can save before you do this. If you are NOT connected to Xbox Live, you may lose all your game progress!

Uninstall your game (to uninstall, right-click on the app icon and choose Uninstall from the bottom menu)

Press Windows Key and R

In the box that pops up, type wsreset.exe and press Enter

The Windows Store will launch for you (with its cache nice and clean!)

Hover over the right-hand side to bring up the charm bar and go to Settings

In the Settings Menu, go to App Updates

In the App Updates menu, press both Check for Updates AND Sync Licenses

Press the arrow key at the top left to go back

In the search bar at the right, type in the name of the game

Reinstall your game

Clear Your Disk Cache:

VERY IMPORTANT: This should be a last resort method. Make sure you are connected to Xbox (in the game you will see a name and then a green checkmark in the top right) so your game data can save before you do this. If you are NOT connected to Xbox Live, you may lose all your game progress!

Close all your games using ALT+F4 while it is running

Open up Windows File Explorer

Click the “View” tab at the top

Check the box that says “Hidden Items”

Go to the following folder: C:\Users\[USERNAME]\AppData\Local\Packages\[GAMENAME]\LocalState\

[USERNAME] – is the name you use to log in to the computer

[GAMENAME] – is something with the name of the game. Something like this for example:

Microsoft.Minesweeper_8wekyb3d8bbwe

Delete the folder DiskCache.

Run the game again.

If you are on the Windows 8.1 version, download the free game Shuffle Party and tell us what error code you get

Not only is Shuffle Party a fun, free game, it’s also a useful diagnostic tool for us.

Go to the Windows Store

Type in Shuffle Party

Download Shuffle Party

Run Shuffle Party

Note any error messages you receive.

Pull Windows Event Viewer Logs & Send Them To Us

We will try to help as much as we can but please be aware that some problems are may be out of our scope. If we do have to refer you elsewhere, we will try to give you a more specific dialog to use with the group to which we referred you.

Please do the following:

Reproduce the crash/problem in the game.

Press the Windows Key & Type Event Viewer

Click on Event Viewer

The Event Viewer window will pop up

Look at the area on the far left and you will see Windows Logs. Click on the tiny arrow to the left of it to expand it.

Click on Application (just one click) & you will see stuff appear in the center.

Scroll down in the top, center area until you see either an Error or Warning. Look at the details window below it to see if it has to do with your app.

If you do, take a screenshot or note what this error/warning is.

Click on System in the left menu & you will see different stuff appear in the center.

Scroll down in the top, center area until you see either an Error or Warning. Look at the details window below it to see if it has to do with your app.

If you do, take a screenshot or note what this error/warning is.

Send these screenshots and/or details on these error/warnings to us here on Facebook

Daily Challenges are designed to be just that – a challenge! But sometimes players get stuck and no one likes frustration!

If you would like to reach out to other players, simply click on the “Home” button on this site to visit our Daily Challenges discussions. Messages are organized by day, so just find the date of the Daily Challenge you would like to talk discuss. You can post a question, offer tips and tricks or just let other players know how you did! You will need to sign in with your Microsoft Account in order to post.

Note Microsoft Bingo requires an online connection. You won’t be able to play this game while offline.

If you play offline, some features, such as the ability to purchase additional items from the Windows Store, will not be available. Additionally, any leaderboards will be unavailable while you’re offline.

If you earn any achievements while playing offline, they will sync to your account the next time you sign in to Xbox Live on your device. Your game save progress will also sync when you sign in to Xbox Live

Go to the Windows Store support page: Apps & Windows Store. This page helps with common Windows Store problems and includes links to request help.

Premium not working:

First, try a restart from your computer’s power menu. Hopefully your issues are then fixed.

If not, please go to commerce.microsoft.com to check the status of your Premium. It is important to make sure that you are signed in with the Store with the same account that you play your game with or the accounts won’t talk to each other. If all these things check out, please try restarting your computer if you haven’t already. This usually resets any connects. If your Premium is still not working, then go back to commerce.microsoft.com and click the “contact us” link to contact Store Support.

Refund a purchase:

Please follow these instructions to request a refund for this purchase. Please sign in to the following website: https://commerce.microsoft.com/PaymentHub/Help/. Click on “Getting help” on the left side of the screen. Select Contact customer support, Accounts & Billing, Windows, Office and other Microsoft Apps and Subscriptions. You can now choose between online chat, phone call or schedule a call.

We’re always looking for amazing people to get more involved! Love our games? Help us make the best decisions while we’re creating the next Microsoft Casual Game and provide feedback on upcoming features for games like Microsoft Solitaire Collection, Microsoft Mahjong, Microsoft Jigsaw, and others!

Ready to join? Go here to learn more and sign up on the right hand side of the page!

Many people have asked us how to take screenshots so they can share their in-game victories with everyone on Facebook. Below we have some step-by-step instructions for Windows PCs & Microsoft Surfaces (Tablets).

When they start up in the morning they think they have done a full restart but it isn’t the same procedure. Shutting down like this will only preserve issues and problems while a Restart will reset issues and restore connections.

If your game won’t launch, first try a restart from your computer’s power menu. This step is suggested a lot, but often times, it does the trick! A lot of people shut down their machine at night.
Before you restart, save your work and close any open apps. If there’s a Power icon on your Start screen, select it, and then select Restart. Otherwise, do the following:

Swipe in from the right edge of the screen, and then select Settings. (If you’re using a mouse, point to the lower-right corner of the screen, move the mouse pointer up, and then select Settings.)

Microsoft Casual Games are designed to have all of your game data, achievements, rewards and history saved online on the cloud. This not only frees up your local drives, but if you switch computers, buy a new one, or if your computer crashes, all of your games will be there waiting for you when you sign in! All your data is saved in the cloud on your Xbox Live account, and you don’t need an Xbox to play or save your games.

You need a Microsoft account so that the game can save your progress data to the cloud. The Microsoft account automatically gives you an Xbox account, where your game data is saved.